Help Desk Technician – Mid-Level & Senior-Level

Help Desk Technician – Mid-Level & Senior-Level (2 Openings)

Summary:
We are hiring for two (2) Help Desk Technician positions at the Mid-Level and Senior-Level. These roles provide technical support to end users by diagnosing, troubleshooting, documenting, and resolving computer, application, system, device, access, and performance issues. The ideal candidates will have strong customer service and technical troubleshooting skills, experience working with help desk systems and IT service management processes, and the ability to resolve issues efficiently while meeting established service level standards. Senior-level candidates will also help analyze help desk performance, support escalated issues, and mentor less experienced team members.

Location:
Washington, DC or Gaithersburg, MD

Salary:
Up to $112,000, commensurate with experience and position level

Clearance:
Q Clearance is required for approximately 75% of staff in these positions. Candidates without an active Q Clearance may be considered for positions that do not require Q access.

Education:

• Senior-Level: Bachelor’s degree from an accredited university or college in a technical discipline.
• Mid-Level: Associate’s degree from an accredited university or college in a technical discipline.

Mid-Level Help Desk Technician (Level III):

• Minimum of three (3) years of experience performing help desk and technical support activities.
• Experience identifying, researching, troubleshooting, and resolving complex technical problems.
• Experience providing technical support to end users for computers, applications, systems, devices, hardware, access, and performance issues.
• Experience documenting, tracking, and monitoring incidents and problems using applicable help desk, ticketing, or IT service management systems.
• Experience responding to telephone, email, chat, and online technical support requests.
• Experience coordinating with other technical teams, specialists, and support groups to resolve issues.
• Ability to handle escalated issues and more complex technical problems.
• Ability to train, coach, or assist less experienced team members.
• Strong customer service, communication, troubleshooting, and problem-solving skills.

Senior-Level Help Desk Technician (Level IV):

• Minimum of six (6) years of experience utilizing product information, knowledge bases, or solution databases to research, troubleshoot, and deliver technical solutions.
• Experience responding to end-user phone, email, chat, and online support requests.
• Experience troubleshooting and resolving computer, application, system, device, access, hardware, and performance issues.
• Experience documenting incidents and service requests using help desk, ticketing, or IT service management systems.
• Experience advising users on methods, steps, and actions to resolve issues and prevent recurring problems.
• Experience escalating issues to appropriate technical teams or support levels to achieve resolution.
• Experience supporting software and device installations, upgrades, user profile setup, and password resets.
• Experience meeting established service level agreements (SLAs) for response time, resolution, quality, and customer satisfaction.
• Experience gathering and analyzing help desk metrics to evaluate performance and identify trends, recurring issues, and areas for improvement.
• Experience supporting escalated and complex technical issues.
• Ability to mentor, coach, and provide technical guidance to junior and mid-level help desk personnel.
• Strong customer service, communication, analytical, and problem-solving skills.

Preferred Certifications:

• HDI Support Center Analyst (HDI-SCA)
• HDI Desktop Support Technician (HDI-DST)
• HDI Support Center Manager (HDI-SCM) – preferred for Senior-Level candidates
• ITIL 4 Foundation
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Fundamentals
• Microsoft Certified: Azure Fundamentals (AZ-900)
• ServiceNow Certified System Administrator
• Certified ScrumMaster (CSM) or equivalent Agile certification

• We are committed to make ActioNet a great place to work and continue to invest in our ActioNeters 
• We are committed to our customers by driving and sustaining Service Delivery Excellence 
• We are committed to give back to our Community, help others and make the world a better place for our next generation